Most of what we sell is custom-printed or custom-decorated to your artwork, so our policy is built around that reality. The short version: cancel anytime before production starts, and if anything we ship is wrong, we make it right.
Cancellations
You can cancel your order from your order page at any time before it passes its cancellation point. Cancellation windows vary by product — some items lock in within an hour of checkout, others stay cancellable for a business day or more. The current cancellation status for your order is always visible on the order page in your account.
Once an order has passed its cancellation point, it has entered production. “Production” can include proofing, prepress, printing, decoration, and finishing. At that point the order is generally non-refundable.
If something is wrong with your order
If what you receive is defective, damaged in transit, or materially different from what you ordered and approved, contact us within 14 days of delivery with photos and your order number. We will reprint the affected items or refund them — your choice. We do not require you to ship the original items back unless we specifically ask.
Issues we can’t cover under reprint/refund:
- Typos, layout, or color choices in artwork you approved at proofing
- Files supplied below our minimum resolution or outside our color-space guidance after we flagged them
- Color shifts within normal printing tolerance (CMYK process printing has natural variation; spot-color matches require a PMS callout)
- Minor trim or registration variation within industry tolerance
- Carrier delays after the package leaves our facility (see Shipping below)
Shipping issues
Our turnaround times cover production only — they don’t include transit. If a carrier loses or damages your package, contact us and we will work with the carrier to file a claim and get you sorted, either through replacement or refund. We are not able to refund shipping charges for carrier delays once the package has left our facility, but we will help you escalate.
Refund processing
Approved refunds are returned to your original payment method. Most refunds post within 5–10 business days, depending on your bank or card issuer.
Need help?
Get in touch with your order number and a brief description of the issue, and we’ll respond same business day.